Infrastructure Support Technician

Overview

Please note this position will be based in our Nashville Corporate IT office.  The position will have a hybrid remote/in office work schedule.  This will require the Infrastructure Support Technician to come to the corporate office one day per week and occasionally two days per week on a rotational basis. The support of the corporate office staff is included in this position and the responsibility is shared amongst other teammates. This will allow for some flexibility to help with personal or job related constraints.

 

The Infrastructure Support Technician is responsible for providing support of IT equipment, services, applications, and related peripheral or medical devices throughout the enterprise.  This support will be provided via face to face interaction, phone, email, or remote assistance technologies. Although the primary role of this position is support, the technician will also have regular opportunities to work with Tier 3 support teams on implementation of other projects affecting the IT Department.  Travel will be required, occasionally, to assist remote clinics with specific projects, support, or to mitigate other issues.  Infrastructure support personnel have the responsibility to ensure the protection of DCI information (data) and information systems by complying with the requirements maintained in the IT security program. As trusted entities of DCI, technicians assume the responsibility for being custodial agents of data and adherence to all HIPPA and related data protection measures

Responsibilities

• Provide first class customer service and support
• Analyze issues and implement plan for resolution
• Provide Support in the following areas:
• Hardware support:
• Laptop/desktop
• Printers
• Fax/scanners
• Audio/video equipment
• Basic Windows Server support
• Phone equipment
• Basic Cisco switch support
• Medical devices, which run Windows OS
• Location Support
• Manage and maintain equipment at multiple DCI locations
• Support staff and resolve related issues at multiple DCI locations
• Basic management and maintenance of the LAN (Switches and Routers/Firewalls)
• Monitoring Data Circuits on WAN and reporting/troubleshooting outages with ISP
• Managing imaging and upgrades of equipment and software for supported locations
• Software Support
• Support infrastructure components associated with DCI custom MIS
• Installation, upgrade, and maintenance of various types of local and Web-based applications
• Basic support for Citrix client technologies
• Standard MS Office applications
• Microsoft MEM (Formerly SCCM) client
• Bitlocker disk encryption support
• Interacting and supporting Antivirus and other security tools
• Mobile Device Management via ivanti (MobileIron) and Intune
• Additional Responsibilities
• Basic Mitel VOIP phone system support (user moves, adds, changes)
• Imaging and shipping PCs with standard DCI OS Image for all locations
• Managing and troubleshooting devices configured for 802.1x protocols via Aruba Clearpass
• Monitor, manage, and document support tickets using a ticketing system
• Assist Tier 3 support teams with implementation and execution of Infrastructure projects
• Update, Create, and manage tickets using Footprints Ticketing system
• Track and manage IT assets including new, replacement and disposal items
• Create and maintain documentation of various tasks and processes
• Small projects, as needed or required
• Continue to grow and develop by reading and studying latest technologies and trends
• Follow documented policies and procedures
• Performs other duties, as assigned

Qualifications

Technical skills

• Familiarity with current IT Department technologies
• Familiarity with Cisco iOS and related hardware
• Familiarity with Palo Alto Firewalls
• Basic knowledge of TCP/IP protocols
• Microsoft 365 applications as well as Cloud management tools such as Entra ID and Admin Center
• Strong analytic and troubleshooting background
• A+ or Comp TIA A+ certified or Microsoft Certified Desktop Support Tech (MCDST)

 

Interpersonal skills/expectations include:

• Communicating and listening
• Gathering concise and accurate information
• Thinking strategically
• Providing positive customer service

 

Organization skills/expectations include:

• Strong orientation towards organization and detail
• Produce results while not losing sight of customer needs or other pending issues
• Ability to work and communicate with all levels of ski